Major Incident Manager
| Posting date: | 22 May 2024 |
|---|---|
| Salary: | £40,000 per year |
| Hours: | Full time |
| Closing date: | 19 June 2024 |
| Location: | England, N1 9RR |
| Company: | BCA Group |
| Job type: | Permanent |
| Job reference: | ORG3669-MIMKM |
Summary
Major Incident Manager
Hybrid role – Working from home with some office visits
Up to £40,000 per annum + benefits
Monday - Friday 40 hours per week
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible remote working.
We are looking for a Major Incident Manager working within the Service Management Office for the Constellation Automotive Group (CAG).
You will be part of a 24x7 team managing all major IT system incidents for both UK and EU regions. Driving support teams and partners to restore normal business service as quickly as possible within the agreed SLA’s, ensuring accurate and appropriate communications during the Incident lifecycle.
Key Responsibilities
Work with TechOps support teams providing 24x7 support to the business for major incidents.
Responsible for restoring the business to normal system operation through fixes or workarounds as quickly as possible within agreed SLA’s.
Ensure all appropriate technical resolver groups are engaged and actively participating in the Incident investigation.
Manage and coordinate all third-party vendors as appropriate to the incident investigation.
Manage escalations to senior Management and leadership teams to ensure appropriate awareness, engagement and focus.
Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the Problem Manager and/or relevant support teams.
Ensure high priority Incidents are formally reviewed with all appropriate parties and Post Incident Reviews (PIR) are conducted after each MI.
Manage the response, resolution and post-incident analysis of major incidents to ensure deficiencies are identified, learnings are documented, and changes implemented to limit risk of future recurrence.
Scope of the Role
Provide on-call support that includes weekends and public holidays to cover 24x7 shift patterns.
Ownership of the Major Incident and Post Incident Review (PIR) processes.
Take ownership of all high priority incidents for the lifecycle of the event.
Act as a point of contact between the business and technical teams.
Manage resolver groups to ensure service is restored with minimum impact to the business operation by co-ordinating activities.
Maintain on-going communication with the agreed key contacts within both Technology, support partners and the business.
Build and maintain a list of key business contacts through effective stakeholder management.
Provide leadership and direction through decisive decision making.
Escalate to the appropriate Technology and business management teams when required and facilitate resolution plans and decisions.
Manage actions identified until an Incident is closed.
Ensure handover of activities from Incident to Problem management once Incident resolved, following the PIR process.
Undertake objective, critical analysis to draw accurate conclusions that recognise and manage contextual issues.
Work through issues, assess risk, weigh up alternatives and identify the most effective solutions during major incidents.
Take account of the wider business context when considering options to resolve issues.
Be empowered to make key decisions in pressure situations.
Essential Skills
IT Service Management experience aligned to ITIL good practice with particular focus on Major Incident management, Problem, Change and improvement management processes.
Extensive experience of managing and co-ordinating IT Services, and IT Incident/Problem Management principle and practices.
Expert in Incident management processes and tools including supporting teams with the adoption of these items.
Experience of managing 3rd parties and 3rd party delivered services.
Incident/Problem Management or support in a large-scale and diverse environment, escalation procedures and related disciplines.
Sound knowledge of ITIL disciplines.
Excellent customer facing/customer service skills.
Excellent organisational skills.
Ability to deal with pressurised situations in a calm and controlled manner.
Able to manage sensitive and sometimes confidential information.
Able to demonstrate initiative and a proactive approach to daily tasks.
Prepared to propose change in a complex IT environment.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
Hybrid role – Working from home with some office visits
Up to £40,000 per annum + benefits
Monday - Friday 40 hours per week
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible remote working.
We are looking for a Major Incident Manager working within the Service Management Office for the Constellation Automotive Group (CAG).
You will be part of a 24x7 team managing all major IT system incidents for both UK and EU regions. Driving support teams and partners to restore normal business service as quickly as possible within the agreed SLA’s, ensuring accurate and appropriate communications during the Incident lifecycle.
Key Responsibilities
Work with TechOps support teams providing 24x7 support to the business for major incidents.
Responsible for restoring the business to normal system operation through fixes or workarounds as quickly as possible within agreed SLA’s.
Ensure all appropriate technical resolver groups are engaged and actively participating in the Incident investigation.
Manage and coordinate all third-party vendors as appropriate to the incident investigation.
Manage escalations to senior Management and leadership teams to ensure appropriate awareness, engagement and focus.
Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the Problem Manager and/or relevant support teams.
Ensure high priority Incidents are formally reviewed with all appropriate parties and Post Incident Reviews (PIR) are conducted after each MI.
Manage the response, resolution and post-incident analysis of major incidents to ensure deficiencies are identified, learnings are documented, and changes implemented to limit risk of future recurrence.
Scope of the Role
Provide on-call support that includes weekends and public holidays to cover 24x7 shift patterns.
Ownership of the Major Incident and Post Incident Review (PIR) processes.
Take ownership of all high priority incidents for the lifecycle of the event.
Act as a point of contact between the business and technical teams.
Manage resolver groups to ensure service is restored with minimum impact to the business operation by co-ordinating activities.
Maintain on-going communication with the agreed key contacts within both Technology, support partners and the business.
Build and maintain a list of key business contacts through effective stakeholder management.
Provide leadership and direction through decisive decision making.
Escalate to the appropriate Technology and business management teams when required and facilitate resolution plans and decisions.
Manage actions identified until an Incident is closed.
Ensure handover of activities from Incident to Problem management once Incident resolved, following the PIR process.
Undertake objective, critical analysis to draw accurate conclusions that recognise and manage contextual issues.
Work through issues, assess risk, weigh up alternatives and identify the most effective solutions during major incidents.
Take account of the wider business context when considering options to resolve issues.
Be empowered to make key decisions in pressure situations.
Essential Skills
IT Service Management experience aligned to ITIL good practice with particular focus on Major Incident management, Problem, Change and improvement management processes.
Extensive experience of managing and co-ordinating IT Services, and IT Incident/Problem Management principle and practices.
Expert in Incident management processes and tools including supporting teams with the adoption of these items.
Experience of managing 3rd parties and 3rd party delivered services.
Incident/Problem Management or support in a large-scale and diverse environment, escalation procedures and related disciplines.
Sound knowledge of ITIL disciplines.
Excellent customer facing/customer service skills.
Excellent organisational skills.
Ability to deal with pressurised situations in a calm and controlled manner.
Able to manage sensitive and sometimes confidential information.
Able to demonstrate initiative and a proactive approach to daily tasks.
Prepared to propose change in a complex IT environment.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.